HP StoreEver TapeAssure Software - Manual (Page 148)

7 Reports and support tickets
A major feature of L&TT is the ability to generate reports and support tickets. In the event of a
hardware problem, a report or support ticket can provide vital information to help diagnose and
resolve the problem. Reports and support tickets can be generated on all operating systems
supported by L&TT.
Much of the information stored within a device related to operational characteristics is used by
various L&TT tests to analyze the health of the device. However, not all information can be used
in this automated fashion. Some information requires review by qualified HP personnel to fully
diagnose the situation. For this reason, a report or support ticket should be generated and e-mailed
for further analysis when requested.
When a report or support ticket is generated, L&TT collects configuration information and executes
a Device Analysis test on the selected device. This information can then be viewed, saved, printed,
compared to another report or support ticket, or e-mailed. By default, a support ticket is saved as
a single compressed tar file with a .lzt extension to the logs directory.
While support tickets contain highly technical data that is intended primarily for HP support personnel
and developers, L&TT reports present the technical information in a more user-friendly way. You
can think of a report as an enhanced, user-friendly support ticket. Currently, reports are only
available for LTO drives, but support tickets for other devices are continually being upgraded to
the new report format and will eventually replace support tickets. However, the “classic” support
ticket will always be available when the report is viewed with the detail level set to Everything or
Factory only.
NOTE: As of L&TT version 4.1, reports are only available for LTO drives. Support for other
hardware will be added with later releases of L&TT.
The report viewer is built into the L&TT application and is used to view both support tickets and
reports. View detailed device information and general information about the system it is connected
to with the viewer.
If the report contains a warning or error, the top-most parent of the item with the warning or error
will have a warning or error icon.
The user (or support technician) can change the detail level of the support ticket or report, browse
through the information, and expand or collapse specific sections of the support ticket or report.
Keep the following information in mind when generating and viewing support tickets and reports:
•
In the event of a device failure (or suspected failure), generate a report or support ticket for
that device as soon as possible to increase the chance that relevant failure data is captured.
•
If L&TT is used to generate a support ticket on a library that is managed by HP StorageWorks
Command View for Tape Libraries Software (Command View TL), it will not include the IM
and IFC logs. To ensure that all log data is captured, support tickets should be generated
using the Command View TL GUI or CLI, as documented in the HP StorageWorks Interface
Manager and Command View for Tape Libraries Software user guide. If the library is
partitioned, be careful when interpreting support tickets because the values in the logs are
based on the actual physical library, not the partitioned library, so drive and slot numbers do
not directly match those numbers reported by the backup application.
•
Regardless of the selected detail level, the log file always contains all of the information
collected from the product. The report viewer filters and parses this information, depending
on the detail level.
L&TT reports and support tickets are saved in a proprietary format and require the report
viewer. However, with the Windows version of L&TT, a report or support ticket can be converted
to HTML format and printed or viewed by other users without the report viewer. As of L&TT
version 4.2, you can also save a support ticket as an XML file.Make sure that the detail level
148 Reports and support tickets